8, v.1Interpersonal relationship: important birth care factor according to the evaluation by the mothersPreparing the service relationship: tool for the welcoming reception in health units? author indexsubject indexsearch form
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Brazilian Nursing Communication Symposium


MATUMOTO, Silvia, MISHIMA, Silvana Martins, FORTUNA, Cinira Magali et al. Communication as a tool for the welcoming reception in health units. In Proceedings of the 8. Brazilian Nursing Communication Symposium, 2002, San Pablo (SP, Brazil) [online]. 2002 [cited 03 March 2021]. Available from: <http://www.proceedings.scielo.br/scielo.php?script=sci_arttext&pid=MSC0000000052002000100050&lng=en&nrm=iso> .

This study aims to analyze communication as a welcoming reception instrument in health units, since it is presupposed that the communication established in this process can favor the structuring of a relationship among workers and users that favors the latter group’s emancipation. For the development of this investigation, we adopted the work process in health as a theoretical perspective. The study was held in the Health School Center of the University of Medicine at Ribeirão Preto-USP. Participant observation and semi-structured interview were selected as empiric instruments. It was observed that closer relationships were rare; in general, the work was accomplished mechanically, with minimal interaction, almost without dialogue, which is a contradiction between the worker's representation and his practice. The explanations given by the workers were: great demand in the rush hour, which determines the lack of time to establish relations and to listen; the user’s unnecessary call for the service. Although listening was considered essential in the worker/user interaction, it didn not appear as relevant for the worker. The records demonstrated the non-valuation and non-recognition of listening as a work tool, which could be a health and nursing care.

Keywords : work process in health; welcoming reception; communicatio.

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